Today marks the 50th anniversary of the assassination of President John F. Kennedy, and revisiting the iconic news footage serves as a reminder of how dramatically the digital age has impacted the way media process and cover current events.
In 1963, it was broadcast media that broke the news that President Kennedy had been shot, and it became the primary source of information the nation relied on to help make sense of that unthinkable act.
The broadcast media didn’t have to worry about the 24-hour news cycle or competing with more nimble online outlets. This gave them the luxury of time – even if it was a finite amount of time – to add context and vet the accuracy of new details before sharing them with the public.
Posted in: Public Relations
At the Holmes Report’s second annual Global PR Summit in Miami, three global brands shared inside information on how they have infused customer service best practices throughout their operations to burnish brand reputation, bolster customer loyalty and boost business results.
Their stories, presented during rbb’s “Customer Experience Factor” session at the Summit, coincided with the release of our second annual Breakout Brands consumer insights survey, a part of the firm’s overall “Breakout Brand” strategy, which garnered the Holmes Report 2013 PR Thought Leadership award.
Moderated by rbb CEO Christine Barney, the panel included AnneMarie Mathews, vice president of public relations at Norwegian Cruise Line; Stephen Payne, vice president of corporate communications for Feld Entertainment; and Eileen Sheil, executive director of corporate communications for the Cleveland Clinic.
This year’s Global PR Summit is once again a catalyst for spirited dialogue about the success or failure of the public relations industry. Communicators from around the world, hailing from organizations of all types and sizes, are sharing their stories. While their languages and cultures may be different, their communications challenges are universal.
In this whirlwind of debate, rbb chose to release its second annual Breakout Brand study, “The Service Factor” on an area of concern for all: the customer service experience.
This year, we surveyed thousands of consumers to find out just what it takes for a brand to build on or break the emotional connection that drew a customer in the first place.
We found today’s bold new consumers extremely eager to reach out over product/service problems, and in most cases they end up disappointed with the outcome and determined to share that experience with others.
The study provides insights into consumers’ expectations regarding speed of response, truth of company claims and quantifies the lost revenues from abandoned purchases or lost sales.
We also included our second listing of consumer choices for the top ten Breakout Brands in the United States. These are brands who put the customer first, create the future through innovative products and services and communicate with soul.
Click here to see the Breakout Brands: The Service Factor.
At the PRSA 2013 International Conference this week, I attended a session on building millennial leaders. I‘ll take all the help I can get in this department, but I’m still not sure anyone has really figured it out yet.
We all know the stereotypes (check out Sh*t Millennials Say), and we also know there are many exceptional millennials who are doing amazing things. We certainly have some fantastic millennials at rbb, including our own Rafael Sangiovanni, who was named one of PR News’ People To Watch in PR in 2013.
One of the most interesting points brought up was a comment from the audience. There is a theory that society is cyclical, repeating itself every fourth generation.
Posted in: Business Thoughts
It never ceases to amaze me how much can change in a year.
At PRSA’s 2011 International Conference in Orlando, creative storytelling was the name of the game. In 2012 in San Francisco, reigning in your customers’ passion for the greater good was all the rage.
So what’s the buzz ribboning through this year’s largest gathering of public relations pros on the planet? Mathematics and statistics.
What?! But we are PR people! We aren’t supposed to do math. (That’s my excuse every time a restaurant bill comes that I don’t feel like figuring out.) I’m in PR – I do words, not numbers.
Well, all aboard the numbers express everyone. Two words have entered the marketing lexicon that are changing how we measure, design and execute our programs: BIG DATA.
Now, more than ever, PR is being based on facts. And I’m liking it.
Tags: advertisement, advertising, big data, communications measurement, disney, Marketing, masters of sex, media analysis, media evaluation, neuromarketing, PR, pr measurement, PRSA International Conference, Public Relations, showtime
Whether they’re college football fans or not, many Americans are aware of the NCAA’s two-year-plus investigation into the University of Miami’s football and basketball program. After all, the story had all the ingredients to captivate the general public.
In 2011, a major news outlet broke the story not only alleging that athletes took money and free drinks from a booster, but the same booster in question was a convicted felon in jail for a $930 million Ponzi scheme and purportedly paid for abortions on behalf of players (an unproven accusation).
But as the NCAA investigation came to a close on October 22, the biggest loser was not the school who was accused of wrongdoing and received resulting penalties, but the NCAA itself. Do you think if the NCAA knew the outcome two years ago it would have taken the word of a criminal and dug in to “bury” the University of Miami?
The NCAA made a calculated risk to use this case as an avenue to reclaim control of major college athletics and the big business it has become, and instead lost its reputation in the process. (This UCLA case and the Ed O’Bannon/video game lawsuit haven’t helped either).
ESPN columnist Rick Reilly has had it rough recently, but more importantly I thought it raised an interesting question about the responsibility journalists have in including comments from sources when it may potentially contradict the tone or message of their story.
To quickly set the stage: Back in September, Reilly, an award-winning sports columnist, wrote an article for ESPN.com that discussed the ongoing controversy surrounding the use of the name “Redskins” by the Washington NFL team.
In that article, Reilly argued that the controversy is being overblown and that Native Americans aren’t nearly as offended as our society thinks they are.
He supports his point by quoting his own father-in-law (a member of the Blackfeet Indian tribe), saying that the name isn’t really offensive and shouldn’t be a big deal.
Then things got a little hairy for Reilly. His father-in-law published an essay claiming that not only was he misquoted in the article, but also important comments he made denouncing the use of the word “Redskins” were omitted from the column.
I’ve always been annoyed by the word mentor. It conjures up visions of an elegant, silver-haired businessman patting the shoulder of a younger colleague in a fine restaurant while imparting sage advice.
In the business world, having a mentor is as much a status symbol as a Rolex. When people talk about their mentors, it sounds like they are giving a eulogy.
But when the Public Relations Society of America gave the founder of my firm, Bruce Rubin, a lifetime achievement award, I had to face facts. While it never came with a bow on it, or was part of a formal training program, I have a mentor – and a damn good one.
Posted in: Business Thoughts
Opinion editorials, known as “op-eds,” can be an extremely effective tool in the PR toolbox to deliver a message in a client’s own words – often on complex or controversial issues being covered in the news.
Op-eds are often penned by C-level executives, legislators, and even famous actors and actresses. Angelina Jolie used the forum to deliver news of her preemptive double mastectomy and Anna Gunn recently authored an opinion piece on her “Breaking Bad” character.
In a way, op-eds are an opportunity to bypass the system – to ensure one’s thoughts are delivered directly and in no way adapted by a reporter’s intended or unintended media filter.
They are usually not a vehicle for foreign policy, but Vladimir Putin’s op-ed in the New York Times may have changed that.